120% Live Fish, Shrimp & Snail Arrival Guarantee

Important Winter Shipping Notice

During colder months, someone must be available to receive the package on the delivery date. This ensures the shipment is not left outdoors for an extended period, which may result in loss. Failure to receive the package promptly may void the Live Arrival Guarantee.

Once your order ships, you will receive an email containing your tracking number. Please monitor the tracking information closely to determine the expected delivery date and time.

Claims for deceased shrimp or snails submitted more than 2 hours after the courier’s recorded “Delivered” time will not be accepted.
If you are unsure or anticipate an issue, please contact us immediately so appropriate arrangements can be made.

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Our Industry-Leading 120% Live Arrival Guarantee

We take pride in offering some of the most reliable live animal shipping in the industry, supported by thousands of positive reviews from our long-standing customer community.

Despite our careful packing and shipping procedures, unforeseen transit issues can occur. For this reason, we offer our exclusive 120% Live Fish, Shrimp & Snail Arrival Guarantee, outlined below:

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Guarantee Requirements

1. Express Shipping Required for Fish
   Live fish orders must be shipped via Express Shipping only. Customers are responsible for selecting the correct shipping zone based on their province at checkout.

2. Immediate Inspection Upon Delivery
   Upon delivery, please promptly inspect your package for any signs of deceased fish, shrimp, or snails.

3. Claim Submission & Documentation

   • All deceased animals must be reported within 2 hours of delivery, based on the courier’s tracking system.

   • Clear photos must be provided showing the affected animals inside their original sealed bags.

   • Photos of animals outside the bag, after rubber bands have been removed, or after introduction into an aquarium do not qualify.

   Important: Photos are required for all affected animals. Any animal for which no proof of death or damage is provided will not be eligible for credit. No exceptions.

4. Store Credit Issuance
   Once images are reviewed and approved, a store credit equal to 120% of the animal’s purchase price will be automatically issued for use on a future order.

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Additional Terms & Conditions

• The 120% Live Arrival Guarantee applies only to the animal’s purchase price and does not include shipping fees or applicable taxes.

• Store credits are issued within 3 business days following claim verification.

• We do not reship or refund any animals deemed Dead on Arrival.

• Once animals are introduced into an aquarium, the Live Arrival Guarantee becomes void.

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Final Notice

Shipping fees are non-refundable under all circumstances.
The Live Arrival Guarantee provides store credit only for the value of the affected animal(s), not shipping or additional charges.

Please review and understand these terms before placing your order.

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Customer Responsibility

Customers are responsible for monitoring their tracking information and ensuring availability to receive deliveries. While we carefully pack and insulate all shipments based on current weather conditions, delivery delays or unattended packages are beyond our control.

If you anticipate being unavailable at the time of delivery, you must contact the courier directly to arrange delivery to a retail pickup location. Failure to be present for the initial delivery attempt voids the Live Arrival Guarantee.

AquaFloraCanada is not responsible for:

• Missed deliveries

• Undeliverable shipments due to incorrect shipping information provided at checkout

• Delays caused by weather or other uncontrollable factors

We reserve the right to delay shipments when necessary to protect live animals.

For inquiries, please contact aquafloracanada@gmail.com.

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Cancellations, Refunds & Exchanges

Cancellations

Live plants and animals are typically cleaned, prepared, and quarantined 1–2 days prior to shipment.
If a tracking number has already been issued, a 25% restocking fee will apply to any cancelled order.

Missed Items

In rare cases, an item may be inadvertently omitted from an order. If this occurs, please contact us immediately. A store credit or refund will be issued accordingly.
We do not reship missed items under any circumstances.

Refunds & Exchanges

AquaFloraCanada maintains a strict no-refund and no-exchange policy on all live plants, fish, shrimp, and snails.

Refunds will only be issued if an incorrect item was shipped. All other issues related to damage or Dead on Arrival are handled exclusively through the Live Arrival Guarantee outlined above.

For questions regarding our refund or exchange policies, please contact aquafloracanada@gmail.com.

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Please note: AquaFloraCanada reserves the right to modify or update its guarantees and policies at any time without prior notice.